We all want to deliver excellent customer service, but often we miss the opportunity to make use of a valuable source of feedback to improve our services. Is your complaints management process helping deliver better services? Is it improving customer satisfaction? Is it contributing to your value for money agenda? Use this toolkit to help you answer these questions.

The Homelessness Reduction Act 2017 gained Royal Assent on 27 April, in the final hours before Parliament was dissolved. The Act places new responsibilities on local authorities in England (LAs) to provide advice and assistance to prevent homelessness, regardless of priority need, at an earlier stage.

This new Strategic Excellence Network (SEN) toolkit replaces the previous HQN enabling checklist which many enabling services have previously used to assess their performance. It covers a wider range of work areas, reflecting the more complex environment in which many teams now operate.